topic Re: What is wrong with the EE Entertainment package HD programs? in TV

What is wrong with the EE Entertainment package HD programs?

Alanplatt — Fri, 14 Jun 2024 17:10:25 GMT

I cannot get any of the Sky HD channels that are included in my contract. What is going on. I can cancel from tomorrow. Totally fed up with EE so far.

Re: What is wrong with the EE Entertainment package HD programs?

Alanplatt — Wed, 12 Jun 2024 19:01:56 GMT

I have the Now entertainment package and can view channels through the Now app on my TV, but not if i try to view them through the EETV guide. If for example i try to view Sky Atlantic through the EETV guide (channel 342) the following happens

a message pops up saying “you need to set up Sky Atlantic or add it to your TV package. Press OK for more info”

pressing OK brings up a screen with some general blurb and a button saying “ Get NOW channels on EE TV”.

Clicking that results in an error message:-

Let’s get you some more content.

Getting this content is easy, so let’s get started

give our advisors a call on 0800 800 150. Error code BTP-11195c.

If I can’t get is sorted I will cancel my contract in 3 days, which is the earliest.

This happens for each NOW channel that i am supposed to be able to view.

How do I “set up” the channels, so i can view them through the EETV guide rather than the app? I shouldn't need to add them to my package as they surely are already part of it. I am not finding the EE app or the Website particularly helpful in solving this issue.

Re: What is wrong with the EE Entertainment package HD programs?

DarrenDev — Fri, 14 Jun 2024 17:25:38 GMT

The Entertainment package doesn't include HD as standard @Alanplatt - you need the HD add-on for that.

Re: What is wrong with the EE Entertainment package HD programs?

Alanplatt — Fri, 14 Jun 2024 17:48:25 GMT

Many thanks for that. How much extra and how do I get it?

Re: What is wrong with the EE Entertainment package HD programs?

DarrenDev — Fri, 14 Jun 2024 17:50:56 GMT

You'll need to call unfortunately. I think it's around £6 or £7 a month - I've not checked recently (I'm on holiday now, so can't check).

Re: What is wrong with the EE Entertainment package HD programs?

Alanplatt — Fri, 14 Jun 2024 17:58:14 GMT

Once again, many thanks. Enjoy your holiday. Hopefully no more interruptions.

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Re: What is wrong with the EE Entertainment package HD programs?

markpeelg — Fri, 14 Jun 2024 19:50:01 GMT

Sorry that this isn't a solution, but this is exactly the issue I'm having after adding TNT Sports. I can see the channels through the Discovery+ app, but I cannot view them through the EETV Guide and I get the same messages.

Re: What is wrong with the EE Entertainment package HD programs?

Alanplatt — Fri, 14 Jun 2024 19:57:14 GMT

Hopefully Darren will get you sorted. He has been brilliant with me.

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Re: What is wrong with the EE Entertainment package HD programs?

markpeelg — Fri, 14 Jun 2024 20:17:28 GMT

So can you now access those channels through the EETV Guide?

Re: What is wrong with the EE Entertainment package HD programs?

DarrenDev — Sat, 15 Jun 2024 03:43:34 GMT

@markpeelg please email me at tv.apps@ee.co.uk including your account number in the email. I'll check your account as soon as I can (I'm currently traveling).

Re: What is wrong with the EE Entertainment package HD programs?

Alanplatt — Sat, 15 Jun 2024 11:29:09 GMT

We have had so many problems that we have cancelled our contract of two weeks and gone back to Sky.

Re: What is wrong with the EE Entertainment package HD programs?

markpeelg — Sun, 16 Jun 2024 15:04:26 GMT

Hi Darren: I checked again today and I still can't access the channels themselves through the EETV box. I have sent you an email as you suggested. Any help or suggestions will be much appreciated.

Re: What is wrong with the EE Entertainment package HD programs?

Alanplatt — Sun, 16 Jun 2024 15:27:30 GMT

Not to worry. I’ve cancelled my contract and gone back to Sky.

Many thanks for your hep though.

Cheers,

Alan

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Re: What is wrong with the EE Entertainment package HD programs?

Mr-Mogwye — Thu, 01 Aug 2024 13:17:05 GMT

Since I was transferred from BT to EE on July 1st 2024, my Sky Sports HD channels and Discovery channels have NOT worked. My EE package clearly shows that Sky HD is part of my package and they are duly charging me for the privilege. I have contacted EE on four occasions with telephone calls of 60 to 90 minutes for EE to resolve the problem. On each occasion they have said it will take 4-5 days for them to reconnect my HD channels. - Whai on earth is going on; I have been very polite and understanding up till now. However I am getting very annoyed with the hollow promises that EE are making and then do precisely nothing about it - My wife is a registered Severely Sight Impaired person with an 85% loss of focus/vision and it’s absolutely imperative that we have the HD channels so that she can sometimes see blurred images on the TV screen - The way that I have been treated with a pack of lies and NO HD connections being made, is totally unacceptable. EE are failing in their duty to provide the service that they are charging me for. I wish I had never been part of the EE package - Will a senior person at EE please reply to my post so that this major problem can be sorted out with urgent haste.

Re: What is wrong with the EE Entertainment package HD programs?

DarrenDev — Thu, 01 Aug 2024 14:07:54 GMT

@Mr-Mogwye - I've replied to the new thread that you created.

Re: What is wrong with the EE Entertainment package HD programs?

megregma — Wed, 11 Sep 2024 13:24:42 GMT

I have the exact same problem with getting the NOW entertainment channels through my EE TV.

I've rang EE several times and they keep saying it will take 2 days then 5 days and then 7 days. But still the problem persists that we receive no NOW entertainment channels.

Is this a problem that can be resolved or do I have to drop EE TV and head back to Sky?

I do have HD subscription, although what that has to do with the issue raised above is irrelevant in my view.

Surely I can't be the only EE TV subscriber that wants NOW entertainment channels!! What is the issue here! why 7 days to initiate the service? I'm far from confident that will ever happen as EE just keeping pushing the date back. Surely this can't be rocket science!

Re: What is wrong with the EE Entertainment package HD programs?

DarrenDev — Wed, 11 Sep 2024 14:24:25 GMT

@megregma I can see that an order was raised yesterday to add Entertainment to your subscription, however it failed. I've asked if a colleague can help fix it, to save you needing to call us again. I'll update when I know more.

Re: What is wrong with the EE Entertainment package HD programs?

Mr-Mogwye — Wed, 11 Sep 2024 15:43:05 GMT

Hi,

The missing HD channels, even though we are paying for them, are a common fault. Just why they keep getting switched off is anyone’s guess.

I was lucky that I posted my hard feelings on the EE FB page. I was contacted by a super guy from EE, he listened to my woes of waiting for weeks for them to be switched back on, when low and behold he simply switched them on.

However, and I am not complaining, on some channels, some random adverts don’t have any sound with them, sometimes the next advert reverts to sound and sometimes they don’t, this then necessitates switching to another channel, which usually has sound and then switch back to the original channel. I wish the sound would cease on all adverts.

This is the super guy -

Good luck.

KR.

Don.

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Re: What is wrong with the EE Entertainment package HD programs?

megregma — Thu, 19 Sep 2024 10:07:12 GMT

Hi. The issue around lack of NOW entertainment channels was resolved.

However I pay for HD and do not receive any of the NOW entertainment channels in HD.

Sorry to say but the EE customer service people when it comes to technical issues like this are pretty clueless and are never able to resolve the issue. I called and tried yesterday and no HD channels have appeared.

Can you please have the people at the technical centre call me again to resolve this issue.

Re: What is wrong with the EE Entertainment package HD programs?

Midnight_Voice — Thu, 19 Sep 2024 10:28:15 GMT

@megregma @DarrenDev

If you had Sport, and had the HD&4K add-on, this does not bring Now Boost with it, because you can’t just have Now Boost on its own.

However, if your base package was Entertainment, it would have brought it,

This is an anomaly that EETV should possibly address, for people with HD&4K who later add a Now membership.